• Product Support Specialist

    Req No.
    Location Name
    Paciolan - TW - Spokane
    Client Services
  • Overview

    The TicketsWest Product Support Specialist I is a tech-savvy Individual who is able to establish a positive relationship with clients and co-workers.  They are a quick learner with the ability to communicate clearly and concisely.  Possessing excellent troubleshooting skills, the Product Support Specialist I is comfortable working in a team environment and has the ability to solve a wide array of complex problems in a timely manner.



    • Support the operation, maintenance, training, optimization and repair of any TicketsWest product.
    • Works directly with Paciolan Professional Services, Customer Support, Product Development, E-Commerce Operations and Quality Assurance personnel as needed.
    • Manages the installation and implementation of software upgrades and new Paciolan technologies at existing client sites and within the TicketsWest organization.
    • Instruct Help Desk and regional personnel in use of new functionality.
    • Write procedural documentation notes for TicketsWest users of new enhancements/features.
    • Responsible for participating in the after-hours support rotation schedule.
    • Assist with other projects such as custom work, data conversions, and system upgrades as needed.
    • Responsible for monitoring internet on-sales as needed for high profile on-sales (may include weekends)
    • Travel as needed for product support, ongoing training, implementations, or for other purposes as necessary.
    • Work as part of a cross-functional team to provide superior customer service to clients and TicketsWest staff.
    • Provide second-tier support to TicketsWest clients, regional operations and Help Desk technicians.
    • Enter prompt, accurate, and detailed information regarding all client requests in a web-based tracking system.
    • Responsible for recreating any client issue that needs further research.
    • Work with Regional Offices to test/validate issues before escalating to Paciolan.
    • Update Paciolan Support with issues assigned to TicketsWest’s National Application Support Team (NAST).
    • Maintain documentation on fixes for Regional requests on utilization of product.
    • Participates in Paciolan business and product testing initiatives.
    • Attends training sessions, workshops, seminars, conferences and trade shows relevant to the ticketing industry, as needed.






    • Paciolan ticketing software experience preferred
    • 1 to 3 years experience with customer service preferred
    • Bachelor’s degree, preferably in Information Technology, Computer Sciences, or related field, or enrollment in an accredited BS Degree Program, or equivalent documented work experience in a relevant field/position
    • Excellent written and verbal skills
    • Well-developed systems analysis skills
    • Ability to participate in software design sessions, visualize business processes and translate those into software solutions.
    • Ability to multi-task, follow through and re-prioritize well to meet deadlines.
    • Ability to communicate confidently and effectively with both internal and external guests.
    • Ability to communicate and develop an effective working relationship with fellow associates, managers, outside representatives and agencies.
    • Ability to deal professionally, courteously and tactfully with the public and coworkers
    • Ability to read, write and communicate effectively with co-workers and others







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